Must-have for Taobao customer service: Improve buyer experience and inquiry conversion skills

　　For an online store, the products customers see are pictures of each product, neither the merchant himself nor the product itself, nor the actual situation, so they often feel a sense of distance and doubt.

　　At this time, customer service is particularly important. Through online communication with customer service, customers can gradually understand the merchant’s service and attitude and other things. A smile on the customer service (Wangwang emoji) or a kind greeting can make the customer truly feel that he is not dealing with the cold computer and the Internet, but communicating with an understanding person. This will help the customer give up the initial alert and gradually establish a good image of the store in the minds of the customer.

　　Now in such a hot era of Taobao, many people think that they can start a Taobao business, because the amount of capital investment will be relatively low compared to other industries, so more and more people are engaged in Taobao business.

　　Many people open an online store themselves and manage it themselves. They are the store manager and customer service. Do you know enough about your online store products and are satisfied with your answer to the customer's inquiry form.

　　Whether you are a customer service yourself or hire a customer service, please take customers seriously. No matter how few or more customers are, you should never let the customer service feel that the customer is troublesome if the inquiries are too complicated.

　　1. Customer service attitude:

　　1) Be sincere in your attitude and customers are God; don’t think that customers are troublesome, behave in a correct manner and serve enthusiastically;

　　2) Passion, enthusiasm is the easiest way to succeed in sales. Hello, please keep silent at the beginning, thank you for your apologies at any time;

　　3) Attack the heart is the best, attack the city is the best, pay attention to listening and meeting their preferences;

　　2. Customer service must be:

　　1) Absolute understanding of the baby; whether it is produced by yourself or distributed by yourself, you must have a deep understanding of the physical objects, what kind of people the product is suitable for and what its effects can be described, and the buyer can use this baby;

　　2) You can tell the advantages of the main promoter at any time, and what is better than other products. If you don’t understand, you can ask the Baidu lady and learn more;

　　3. About bargaining: There are many online stores nowadays. Unless you monopolize this baby, there are still many stores that will sell it again. You will encounter those with lower prices than your store, and customers may see them and bargain with you. This is the test of customer service's understanding of the product and advantages. Explain the customer to get what you pay for and reflect the reason why your price cannot be reduced. As the saying goes, what kind of words should be taken to determine the customer's situation? Is it funny or rigorous, and prepare a speech.

　　For customers who have inquiry orders but have not agreed on the price, they will be given a star mark. Do not keep urging payment or orders, and follow up and inquire every day.

　　4. About bad reviews: If the customer gives a bad review to the store, you must explain it. I personally think that whether it is a medium review or a bad review, you should contact the customer directly to explain. The tone is sincere, indicating that it is really not intentional, admit our mistakes and be willing to bear all the costs; if the customer is contacted by the phone or is unwilling to modify the bad reviews, you can only choose to reply and explain under the bad reviews and use many good reviews to cover the bad reviews.

　　5. About logistics: Sometimes your products are out of stock, and the customer still places an order silently. Should you sell it or ask the customer to cancel the order!

　　Here I will give you a tip, which is to fill out a express delivery number and send the goods. At three days or other times, you can call the customer to contact the customer to express delivery. We will send you a replacement today. This will not only make the customer feel that our service is good, but also will not blame us for not allowing the customer to receive the treasure.

　　Nowadays, many customers will ask sellers for content that are not clear, or ask for discount measures before purchasing. Customer service online can reply to customer questions at any time, allowing customers to understand what they need in a timely manner and thus reach a deal. Sometimes, customers may not have any questions about the product itself. They just want to confirm whether the product is the same as the picture says. At this time, online customer service can dispel many of the customers' concerns and promote transactions.

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